Role & responsibilities

- Develop deep knowledge of the ZIGRAM applications and solutions

- Be well versed in the intricacies of the applications to understand default logics and behaviors.

- Accurately discerning between bugs and defects that impair client workflows versus areas of improvements that enhance client usage.

- Occasionally participate in user testing sessions to evaluate the quality and suitability of current features for clients.

- Client Support and Troubleshooting:

- Engage with clients to effectively resolve user issues & technical issues.

- Use interpersonal and communication skills to guide clients through pertinent questioning to successfully comprehend the issue at hand and see to its resolution promptly.

- Answer how-to questions and provide personalized solutions to assist clients with navigating through the various features on ZIGRAM applications.

- Collaborate internally with fellow Associates to prioritize and/or escalate support cases and occasionally conduct knowledge sharing sessions for the team.

- Show composure, resilience, and adaptability as client needs evolve and case volume changes.

- Participate in ad-hoc special projects within the department to contribute to the Help Center, our self-serving knowledge base for clients.

- Product Collaboration





- Active member of the Client Support Team

- Proactively identify opportunities to develop solutions that help the team achieve common goals.

- Participate in maintaining an internal self-serving knowledge base with updated training processes, workflows, and/or documentation.

- Collaborate with internal teams such as sales team, other operations teams, and management as a point of contact for client support.

Preferred candidate profile

- 2-4 years as a B2B SaaS product support executive / Support executive with a Fintech company/ Payment aggregator.

- Understanding of the Fintech/ Regulatory compliance products and solutions is a plus

- Experience using CRM tools i.e., ZOHO desk or any other ticketing application

- Solutions-oriented and strive to refine your skills everyday.

- Display diplomacy, tact, and poise under pressure when working through client issues.

- Have a talent for building rapport, managing expectations, and diffusing tense situations with ease.

- Organizational and prioritization skills with attention to detail

- Ability to prioritize different projects and stay on schedule

- Proficient with the Microsoft Office Suite

- Ability to listen, empathize and resolution mindset

📌 Customer Support Associate (Gurugram)
🏢 ZIGRAM
📍 Gurugram